Service Cloud Consultant V2

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?A . Create separate data category groups for each division and assign the...

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answersA . Knowledge search query with no results. B. Knowledge articles with the lowest rating. C. Number of knowledge articles in...

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time. What approach should a consultant recommend to meet these requirements?A . Configure Case Escalation Rules. B. Define Entitlement and...

Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answersA . On a utility bar of the Lightning App B. On a record Highlights Panel C. On a record Activity Feed list D. On the...

Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer. How should this be implemented? Choose 2 answersA . Article Record Types must be created before the import. B. Each Article Record Type must be in a separate CSV. C. Article Record Types will...

Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. What should the consultant recommend to meet the requirements?A . Allow Comments on Knowledge articles. B. Implement Case Assignment Rules. C. Enable Chat in an Experience Cloud site. D....

The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked...

If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?A . Enable Omni-Channel Case assignment B. Define separate...

The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. What should a consultant configure to satisfy this request?A . Create a macro to send an email with the article to the customer. B. Create a...

Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?A . Upload the files as Documents, then relate them to the migrated Articles. B. Use...